Returns and refunds
If something’s wrong with your book, tell us and we’ll put it right.
If it arrives damaged or wrong
If it’s damaged, has a printing fault, or doesn’t match the pages you approved, email hello@playtandem.com within 30 days of it arriving, with a photo if you can. We’ll print you a new one for free or refund you, whichever you’d prefer. You don’t need to send it back (it has your child in it, so it can’t go to anyone else anyway).
If it hasn’t arrived
Your confirmation email has an “arriving by” date. If it’s not with you by then, email hello@playtandem.com and we’ll sort it.
Please do check it before you order
You can read every page before you pay. Please do check the names, the spelling and the dedication, because we print exactly what you approve. We can’t refund or reprint a book for a mistake in a name or dedication.
Spotted something after ordering? Email us straight away. If it hasn’t gone to print yet, we’ll do our best to fix it.
Changing your mind
Each book is made for one child, so we don’t refund a change of mind. That doesn’t affect your rights if something is wrong with it.
Digital books
If your digital book won’t open, or isn’t the book you approved, tell us and we’ll fix it or refund it. As with print, we don’t refund a change of mind.
Refunds
Refunds go back to the card you paid with. Most banks take 5 to 10 working days.
Your rights
None of this affects your statutory rights.
Get in touch
Email hello@playtandem.com. A real person reads every message, and if something here doesn’t seem fair, do tell us.